Frequently Asked Questions

What is Advanced Reporting for eVoice®? - Advanced Reporting is a value-added reporting tool offering a collection of pre-formatted analytic reports found in the Account Manager > Usage section. These reports ONLY show inbound-call activities tracking call origins, terminating points, and connection outcomes―and do not include outbound Click2Call, fax calls, conference calls, and other non-voice traffic information.

What is the “Inbound Numbers” report? - The Inbound Numbers report shows a summary of called numbers over a period defined by you. It shows busy call periods and the called numbers―and the report's breakdown information provides day-to-day call-volume insights, so you can make informed decisions about resource allocation.

What is the "Call Outcome" report? - The Call Outcome report provides call-disposition information. The disposition categories are: Answered – Call connected to the subscriber; Not Answered/Voicemail – Call sent to voicemail because subscriber is not available; Busy – Call rung to a busy circuit/network; and Abandoned – Caller hangs up before being connected to the subscriber or voicemail. This report provides useful data on inbound-call delivery rates and final-call treatment.

What is the "Call Origination" report? - The Call Origination report tracks caller information by geographical region. This valuable data helps you understand call activity by state, city—even down to the area code. You may use it to plan for call-center coverage and operations scheduling.

What is the "Call Termination" report? - The Call Termination report shows the final call-delivery destination, including call-outcome statistical information. You can use it to determine terminating-number efficiency―and hence, if follow-up action is required or not. For example, if a high percentage of calls terminating at a specific line is logged as Not Answered/Voicemail, it may indicate an investigation is required.

What is the "Customizable" report? - The Customizable report lets you select data to download (via .csv file format) to your computer. This is useful if you want to compile your own report to meet specific business requirements. To save time, you can save the selection criteria in the template (for future export).

How many months of reporting data can I retrieve? - You may keep a 14-month rolling record. Call information beyond this is archived and not viewable in your account. If you need to review past reports and data older than 14 months, it is strongly recommended that you download/email and store the reports/data to your local computer drive monthly. This way, they're always available regardless of time period.

What causes report-request time-out? - Report time-out could be caused by a high volume of call data requested in the query. To resolve the issue, narrow the query period by reducing the date range. For example, start the report query for a smaller period (i.e., one day); and slowly increase the range until the report returns with your desired data.

Why do the “Call Routed To” records (in the application's Usage > Call History) not match the “Terminating Number” information in the analytic reports? - In most cases, information between the two will match. However, if a call is configured to simultaneously ring at multiple destinations―and it ultimately goes to voicemail, then N/A shows as the “Terminating Number”. This particular logic is intentional. Please keep in mind that Call History is to track call details, while Advanced Reports is designed to provide call intelligence that enables business decisions. Both are sourced from the same data, but each report presents different information.

Can Advanced Reporting identify call origination from an international country? - For Canadian calls, the system can log the province, city, and area code. However, the system can ONLY tag “INTL” if the call originates from an overseas destination due to performance considerations.

How soon will the same-day call activity appear in Advanced Reporting? - Advanced Reporting is designed specifically to provide business-analytics information. The functional intent is clearly different from that of the application's call history. With that in mind, Advanced Reporting ONLY includes call events completed up through the midnight of the prior day, whereas Call History updates call records minutes after the event.

How come my scheduled email reports did not arrive at my inbox? - eVoice® email reports are sent from reports@evoice.com. Please have your spam filter or quarantine configuration allow inbound messages sent from the respective domain. This way, email reports will not be stopped by your email service.